Job Description

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NTUC Health is one of the largest community health and eldercare providers in Singapore. We want to make a difference in our community by continuously exploring and expanding our services. We are recruiting dynamic and capable individuals for our Active Ageing Centres.

In this role, you will work closely with a multi-services, cross-divisions team to provide the first line of customer support to customers who walk-in to the Heartbeat@Bedok centre or who submit enquiries through online or phone channels. You will be successful in this role if you are collaborative, have an excellent service mindset, and are agile and comfortable with changes. You will be accountable for the overall customer satisfaction metrics and organisation goals in alignment with the business strategy.

Responsibilities include, but are not limited to, the following:

• Manage walk-in, online and phone enquiries on NTUC Health services.
• Be customer-centric with both internal and external stakeholders via all communication channels.
• Understand the needs of customers, including through the use of screening tools, and promote a suitable package of NTUC Health services to customers.
• Collaborate with NTUC Health divisions and external partners on service referrals, submit referral forms and ensure follow-up on action points. A good understanding of the healthcare and community care landscape will be beneficial for this role.
• Monitor customer satisfaction through surveys, interviews, etc. and support on-going improvements to the client experience.
• Responsible for monitoring key customer service metrics and deriving actionable insights to enhance customer experience
• Prepare reports and insights to drive the organisational goals.
• Support customer outreach and marketing events
• Support projects/events on client recruitment and client management activities that may happen after office hours and on weekends when needed

Qualifications:

• Preferably minimum \xe2\x80\x98A\xe2\x80\x99 Levels
• At least 2 years of working experience in a customer-service role
• Enjoys speaking to people and working in teams
• Has passion and patience for helping seniors
• Good spoken and written communication skills
• Able to work independently and meet deadlines
• Proficient in Google Suite Workspace Applications
• Prior experience working in community care setting will be an advantage
• Proficiency in a second language or dialects would be advantageous

About Us:

NTUC Health Co-operative Limited (NTUC Health) is an NTUC social enterprise that provides a comprehensive and integrated suite of quality and affordable health and eldercare services to meet the growing needs of families and their dependents. Building on more than five decades of experience and expertise, NTUC Health is among the largest senior day care, nursing home and home personal care providers in Singapore. We also offer other services for seniors such as active ageing centres, community support for vulnerable seniors, and a sheltered senior group home. In addition, we run a chain of dental clinics, and a family medicine clinic

NTUC Health